Product Support

On-Site & Remote Support

Our dedicated IIC team is available 24/7 to provide remote access and diagnosis, answer all your application questions, troubleshoot and replace hardware, offer on-site support, apply system updates, perform preventive maintenance, and assist with disaster recovery management.

Our certified engineers are equipped with the necessary skills and tools to resolve any issues in the most expeditious manner possible. With our comprehensive support services, you can rest assured that your WFO system will always be running at peak performance.

If you’re in need immediate support, please contact us.

Remote Access And Diagnosis

IIC team is available 7 days a week, 24 hours a day to engage and review alarms, outage reports, escalate to software manufacturer, work with your internal IT and/or 3rd party vendors in achieving effective resolution.

On-Site Support

If remote engineers assess that an onsite presence is optimal to provide resolution, a member of the IIC team will come onsite to get your system up and running. Based on the results of the remote diagnostics, we will equip our onsite resource with the knowledge and tools to address the issue at hand in the most expeditious manner possible.

System Updates

Software manufacturer released defect resolution updates are applied by a skilled IIC engineer at regularly scheduled intervals. Our resources will also work with you in reviewing and supporting application of software manufacturer approved Microsoft updates. These planned events occur in conjunction with your business and IT organizations.

Application Helpline

Have questions on application features, functionality or interoperability? IIC Application Consultants are available to provide you the essential guidance and peace of mind.

Hardware Replacement

Certified IIC engineers are available to troubleshoot and/or replace server and recording hardware for covered equipment.

Preventative Maintenance

Preventive maintenance routines to perform proactive diagnostics of your WFO system, which may include system error checks, environmental conditions, review of backup performance, scheduled system recycles, and hardware maintenance.

Disaster Recovery Management

We will work with you to strategize, build, and maintain Business Continuity and Disaster Recovery plans to minimize any outages to your mission critical Wokforce Optimization solution. We offer services to periodically test established plans to assure success if and when the need arises.